Enhanced digital messaging

1. A method of predicting future communications to be exchanged over a digital communication channel in an asynchronous communication system, the method comprising:

analyzing, with a processor, interactions on the digital communication channel, wherein the interactions include messages exchanged between a customer operating a customer communication device and an agent operating an agent communication device;

based on the analysis of the interactions, predicting, with the processor, that the interactions are about to pause for an amount of time;

analyzing, with the processor, content of the interactions to determine an estimate of the amount of time;

updating, with the processor, a state of the agent to release the agent for the estimated amount of time; and

setting a timer that will cause the processor to automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer.

2. The method of claim 1 , further comprising:

determining that the content of the interactions includes a time indicator; and

utilizing the time indicator as part of determining the estimate of the amount of time.

3. The method of claim 1 , further comprising:

analyzing content of the interactions;

based on the analysis of the content of the interactions, determining a context of the interactions to include a mention of time; and

utilizing the mention of time as part of determining the estimate of the amount of time.

4. The method of claim 1 , further comprising:

building a predictive model based on one or more previous interactions; and

using the predictive model to determine the estimate of the amount of time.

5. The method of claim 4 , wherein the predictive model is built with information obtained from a previous interaction involving the customer.

6. The method of claim 4 , wherein the predictive model is built with information obtained from interactions involving customers other than the customer.

7. The method of claim 1 , further comprising:

searching the digital communication channel for communications initiated by the customer;

detecting that the customer has reengaged the interactions prior to the expiration of the timer; and

in response to detecting that the customer has reengaged the interactions, determining that the agent is currently unavailable to resume the interactions; and

providing an option to the customer to either wait for the agent to become available or to resume the interactions with an alternate agent.

8. The method of claim 1 , wherein the messages exchanged prior to the pausing of interactions are of a first message type and wherein messages exchanged after the pausing of interactions are of a second message type that is different from the first message type.

9. The method of claim 8 , wherein the first message type comprises a text-based message and wherein the second message type comprises a voice-based message.

10. The method of claim 1 , further comprising:

detecting a pattern of communication for the customer; and

based on the detected pattern of communication for the customer, scheduling a time for the agent to initiate contact with the customer.

11. A communication system, comprising:

a processor; and

computer memory storing data thereon that enables the processor to:

analyze interactions on a digital communication channel, wherein the interactions include messages exchanged between a customer operating a customer communication device and an agent operating an agent communication device;

based on the analysis of the interactions, predicting that the interactions are about to pause for an amount of time;

analyzing content of the interactions to determine an estimate of the amount of time; and

updating a state of the agent to release the agent from further interactions with the customer for at least the estimated amount of time.

12. The communication system of claim 11 , wherein the data stored on the computer memory further enables the processor to:

set a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer.

13. The communication system of claim 11 , wherein the data stored on the computer memory further enables the processor to:

determine that the content of the interactions includes a time indicator; and

utilize the time indicator as part of determining the estimate of the amount of time.

14. The communication system of claim 11 , wherein the data stored on the computer memory further enables the processor to:

build a predictive model based on one or more previous interactions; and

using the predictive model to determine the estimate of the amount of time.

15. The communication system of claim 11 , wherein the data stored on the computer memory further enables the processor to:

search the digital communication channel for communications initiated by the customer;

detect that the customer has reengaged the interactions;

in response to detecting that the customer has reengaged the interactions, determine that the agent is currently unavailable to resume the interactions; and

provide an option to the customer to either wait for the agent to become available or to resume the interactions with an alternate agent.

16. A contact center, comprising:

a server comprising a processor and a chatbot engine that is executable by the processor and that enables the processor to:

analyze interactions on a digital communication channel, wherein the interactions include messages transmitted by a customer operating a customer communication device;

based on the analysis of the interactions, predict that the interactions are about to pause for an amount of time;

analyzing content of the interactions to determine an estimate of the amount of time; and

updating a state of an agent to release the agent from further interactions with the customer for at least the estimated amount of time.

17. The contact center of claim 16 , wherein the chatbot engine further enables the processor to:

set a timer that will automatically change the state of the agent back to an occupied state for the interactions at a future time that aligns with an expiration of the timer.

18. The contact center of claim 16 , wherein the chatbot engine further enables the processor to:

build a predictive model based on one or more previous interactions; and

using the predictive model to determine the estimate of the amount of time.

19. The contact center of claim 18 , wherein the predictive model is built with information obtained from a previous interaction involving the customer.

20. The contact center of claim 16 , wherein the chatbot engine further enables the processor to:

detect a pattern of communication for the customer; and

based on the detected pattern of communication for the customer, schedule a time for the agent to initiate contact with the customer.